Shirese Mason
Crescent City,Florida
Summary
Resourceful Customer Service Professional recognized for delivering exceptional experiences and building trust with diverse clients. Skilled in simplifying complex processes, resolving issues quickly, and guiding customers through solutions with clarity and empathy. Brings expertise in compliance, technical troubleshooting, and account management, paired with a commitment to accuracy and efficiency in fast-paced environments. Passionate about creating positive interactions that drive satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Conduent Business Services
08.2024 - 09.2025
- Assisted patients with inquiries regarding healthcare services and insurance benefits.
- Processed patient information accurately within electronic health record systems.
- Educated patients on treatment options and preventive care resources available.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Alorica
01.2025 - 03.2025
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative / Tech Support
TELEPERFORMANCE USA
12.2022 - 09.2023
- Delivered exceptional customer support by resolving inquiries and concerns promptly, consistently achieving a 95% customer satisfaction rating.
- Verified and reconciled monthly carrier invoices with client records, ensuring complete accuracy and promptly resolving discrepancies to maintain financial integrity and support seamless customer account management.
- Leveraged expertise in COBRA, HIPAA, EDI files, QLE, and PHI to resolve complex eligibility issues, reducing resolution time by 25% and ensuring compliance with regulatory standards.
- Provided guidance on Medical, Dental, and Vision group health insurance plans, helping clients understand coverage and benefits to make informed decisions.
Customer Experience Specialist
WALMART
06.2022 - 12.2022
- Provided responsive support through phone, email, and chat channels, ensuring timely resolution of customer inquiries and maintaining a positive experience.
- Reviewed and analyzed customer feedback and complaints to identify process gaps, driving improvements in overall customer experience.
- Partnered with cross-functional teams across sales, marketing, and product development to identify customer needs and drive process improvements.
- Conducted root cause analysis on product and service issues reported by customers, implementing corrective actions to prevent recurrence and improve satisfaction by 12%.
Customer Service Specialist
VXI GLOBAL SOLUTIONS LLC
01.2022 - 06.2022
- Issued and activated food stamp cards, verified balances, and resolved account discrepancies, ensuring uninterrupted access to benefits for over 100 clients weekly.
- Educated clients on eligible purchases, benefit expiration dates, and renewal processes, helping them maximize program usage and avoid service interruptions.
- Handled sensitive client data and income verification in strict compliance with SNAP and federal privacy regulations while delivering empathetic, clear communication.
- Investigated and resolved complex benefit and card-related issues, reducing resolution time and improving overall customer satisfaction.
- Provided responsive support through phone, consistently meeting performance standards and ensuring accurate information on benefits and eligibility.
Customer Service Representative
SYKES (Turbo Tax)
03.2021 - 12.2021
- Assisted customers with TurboTax software navigation, account setup, and tax filing inquiries, ensuring accurate and timely support throughout the process.
- Resolved technical issues related to software installation, login credentials, and payment processing, minimizing disruptions and improving user experience.
- Handled sensitive financial and personal data in strict compliance with IRS and data privacy regulations, maintaining 100% accuracy in identity verification and fraud prevention.
- Educated clients on tax terminology, deductions, credits, and e-filing requirements, empowering them to make informed decisions and reduce filing errors.
- Delivered exceptional service via phone and chat channels, consistently meeting performance metrics for accuracy, empathy, and resolution time.
Customer Service Representative
SYKES (SimpliSafe)
03.2021 - 12.2021
- Provided technical and account support for SimpliSafe home security systems, assisting customers with setup, troubleshooting, and device connectivity issues.
- Guided clients through alarm system activation, sensor placement, and mobile app configuration to ensure optimal security coverage.
- Resolved issues related to false alarms, system errors, and subscription services, ensuring timely resolution and customer satisfaction.
- Educated customers on system features, monitoring plans, and best practices for home security, reducing repeat support calls by 15%.
- Handled sensitive customer data and verified account details in compliance with privacy and security protocols to prevent unauthorized access.
Education
TECHNICAL DIPLOMA - Computer Systems
United Education Institute
Morrow, GA01-2020
TECHNICAL DIPLOMA - Computer Systems
Jacksonville Job Corps
Jacksonville, FL08-2015
HIGH SCHOOL DIPLOMA - General Studies
Crescent City High School
Crescent City06.2009
Skills
- Customer Service Excellence
- Technical Troubleshooting
- Account Management
- Problem Resolution
- Compliance & Data Privacy
- Communication Skills
- Time Management & Multitasking
- Process Improvement
- CRM & Software Proficiency
- Data Entry & Documentation Accuracy
- Cross-Functional Collaboration
- Analytical & Problem-Solving Skills
Timeline
Customer Service Representative
Alorica
01.2025 - 03.2025
Customer Service Representative
Conduent Business Services
08.2024 - 09.2025
Customer Service Representative / Tech Support
TELEPERFORMANCE USA
12.2022 - 09.2023
Customer Experience Specialist
WALMART
06.2022 - 12.2022
Customer Service Specialist
VXI GLOBAL SOLUTIONS LLC
01.2022 - 06.2022
Customer Service Representative
SYKES (Turbo Tax)
03.2021 - 12.2021
Customer Service Representative
SYKES (SimpliSafe)
03.2021 - 12.2021
TECHNICAL DIPLOMA - Computer Systems
United Education Institute
TECHNICAL DIPLOMA - Computer Systems
Jacksonville Job Corps
HIGH SCHOOL DIPLOMA - General Studies
Crescent City High School